Case Study: Ausmed scales healthcare support without adding headcount with Aircall AI Virtual Agent

Ausmed deflects 20% of calls with Aircall's AI Virtual Agent

Ausmed, a platform serving healthcare professionals across Australia, faced a challenge when its small customer experience team had to manually handle thousands of weekly support requests. A capacity gap emerged due to staff leave, and the team needed to maintain its high service standards without slowing down. Ausmed turned to Aircall to explore how its AI Virtual Agent could help scale support more sustainably.

Aircall's AI Virtual Agent, named Ozzy, was implemented with an opt-in approach, giving callers a choice between AI and human support. The solution seamlessly integrated with Ausmed's HubSpot CRM, providing AI call summaries for greater team efficiency. The results were significant, with 20% of calls being voluntarily deflected to the AI agent. This allowed Ausmed to maintain its service levels and green zone performance standard without adding temporary staff, proving the measurable impact of Aircall's solution.

Ausmed